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isPartOf:"Journal of hospitality marketing & management"
~person:"Anusree, M. R."
~person:"Lee, Boyoun"
~subject:"Consumer behaviour"
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Consumer behaviour
Beschwerdemanagement
2
Complaint management
2
Customer satisfaction
2
Dienstleistungsqualität
2
Konsumentenverhalten
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Kundenzufriedenheit
2
Service quality
2
Bewertung
1
Causal attributions
1
Evaluation
1
Hotel industry
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Hotellerie
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Internet marketing
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Online retailing
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Online reviews
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Online-Handel
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Online-Marketing
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Selbstbedienung
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Self-service
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Viral marketing
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Virales Marketing
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agreement
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attitude
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justice
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overall blame
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patronage intention
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perceived control over SST and SST interactivity
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review agreement
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self-service technology (SST)
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service failure
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Anusree, M. R.
Lee, Boyoun
Mattila, Anna S.
3
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Boo, Soyoung
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1
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Kim, Eojina
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Kim, Youngsun Sean
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Koc, Erdogan
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Journal of hospitality marketing & management
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1
Can online service recovery interventions benignly alter customers' negative review evaluations? : evidence from the hotel industry
Sreejesh, S.
;
Anusree, M. R.
;
Ponnam, Abhilash
- In:
Journal of hospitality marketing & management
28
(
2019
)
6
,
pp. 711-742
Persistent link: https://www.econbiz.de/10012176682
Saved in:
2
Causal attributions and overall blame of self-service technology (SST) failure : different from service failures by employee and policy
Lee, Boyoun
;
Cranage, David A.
- In:
Journal of hospitality marketing & management
27
(
2018
)
1
,
pp. 61-84
Persistent link: https://www.econbiz.de/10011848322
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